Your customers are unique individuals. You probably know a lot about them and have various ways to define and segment them. For example, you might know how old they are, where they live, what they purchased from you in the past and perhaps you have systems in place to track when they go to your website or call your call center. Based on all this data you might think you can group them by these types of parameters. But do all these groups of customers have the same behavior patterns? Do all of them have the same experiences when dealing with your company?
ClickFox takes a unique approach to customer segmentation. By analyzing every customer interaction across and within every touch point, we have the ability to group customers by behavior patterns and experiences. So, instead of assuming that customers in the same industry, demographic or geographic region do the same things, you can now see what they actually do and more importantly, why they do it. Once you have this kind of visibility, you can use traditional segmentation tactics to dig even deeper.
Think of the possibilities. Some of our customers have over 100 different segmentation parameters for their clients, like product type, tenure and payment type preference. NOW they can understand that the customers who had the same sort of experiences actually own different products, have been with the company for various lengths of time and prefer paying their bill in different ways.